Kayla Bocanegra
Houston,TX
Summary
Experienced legal intake specialist with a strong foundation in client communication, quality assurance, CRM systems, and virtual onboarding. I have successfully supported personal injury law firms by improving intake performance, streamlining processes, and enhancing client acquisition through strategic training and support. My background includes managing call quality, developing intake scripts and SOPs, and guiding new team members through effective onboarding programs. I’m highly skilled in CRM tools like Clio and Law Ruler and thrive in remote environments that value efficiency, empathy, and professionalism. With a Master’s in Communications and a certificate in Legal Intake Operations, I bring both knowledge and hands-on experience to every role.
Overview
7
7
years of professional experience
Work History
Legal Intake Representative
LawyerLine
Remote
08.2021 - 03.2025
- Executed efficient call handling processes for law firms, ensuring accurate and empathetic client data collection.
- Ensured adherence to intake protocols by managing case data through CRM platforms.
- Guided team members during their nesting period.
- Exceeded expectations in call quality, first-call resolution, and client conversion rates.
- Joined forces with team leads to determine training necessities and streamline intake methods to boost client service effectiveness.
- Conducted thorough research to support case development, contributing to successful outcomes for clients.
- Prevented errors in case documentation through meticulous attention to detail when recording client information during intake interviews.
- Enhanced case management through detailed documentation of client interactions and timely communication with legal team members.
- Optimized workflow by managing multiple tasks simultaneously while prioritizing urgent matters effectively.
- Assisted in the creation of a comprehensive database for tracking prospective clients and their cases, improving organization within the firm.
- Coordinated appointments between clients and attorneys, ensuring efficient scheduling and time management within the firm.
- Facilitated effective communication among team members by organizing regular meetings to discuss ongoing cases, updates, and priorities.
- Developed strong professional relationships with clients, establishing trust and fostering open communication throughout the intake process.
Client Services Intake Specialist
Heard & Smith LLP
McAllen Tx
05.2018 - 05.2021
- Completed comprehensive evaluations to identify client necessities.
- Maintained high quality in call handling while following legal guidelines.
- Contributed to training programs through the creation of scripts, intake guides, and SOPs.
- Monitored calls to pinpoint areas for improvement.
- Worked with management to maintain alignment of intake performance with organizational objectives.
- Increased customer satisfaction with timely follow-ups, ensuring all necessary documentation was collected and processed promptly.
- Completed intake assessment forms and filed clients' charts.
- Maintained high levels of accuracy and compliance in data entry, ensuring all information was correctly entered into the required systems.
- Assisted clients with complex situations by providing clear guidance on the intake process and available services, resulting in increased understanding and engagement.
- Utilized critical thinking skills to analyze complex client situations and make informed recommendations for appropriate services and support.
- Provided compassionate support to clients during the intake process, offering reassurance and understanding in times of distress.
- Collected, verified, recorded and processed client demographics, insurance payments, and referral information.
- Reduced errors in documentation through diligent proofreading before submission, maintaining high standards of quality control throughout the entire intake process.
Education
Bachelor - Communications
University of Houston
Houston, TX05.2019
Skills
- Legal Intake & Client Acquisition
- Training & Onboarding Support
- CRM Platforms (Clio, Law Ruler, Salesforce, etc)
- Quality Assurance & Call Monitoring
- SOP & Intake Script Development
- Remote Communication Tools (Zoom, Slack, Google Workspace)
- Performance Coaching & Feedback
- First Call Resolution & CSAT Optimization
- Empathetic & Clear Client Communication
- Data Analysis & KPI Tracking
Timeline
Legal Intake Representative
LawyerLine
08.2021 - 03.2025
Client Services Intake Specialist
Heard & Smith LLP
05.2018 - 05.2021
Bachelor - Communications
University of Houston